Operations Risk

#LI-JC1

At AIG, we are reimagining the way we help customers to manage risk. Join us as an Operations Risk & Control Manager to play your part in that transformation. It’s an opportunity to grow your skills and experience as a valued member of the team.

**Make your mark in Operations**

As a world leader in commercial and personal insurance solutions operating in over 70 countries and jurisdictions, AIG’s Global Business Operations & IT team identifies and drives high-quality innovation and cost efficiency in all our processes, systems and operations. The organization ensures we operate as one globally consistent business delivering end-to-end services locally that contribute to our customers’ and AIG’s success.

**How you will create an impact**

The Operations Risk & Control Manager (Pacific) will lead our comprehensive first-line risk and control framework within Operations, with responsibility for controls assurance, third party governance, and customer complaint programs in Australia and New Zealand. This senior leadership role will drive the development and execution of firm-wide risk mitigation strategies while ensuring regulatory compliance and operational excellence.

This role will report directly into the Global Head of Operations Risk & Controls and work closely with local operations, legal, compliance, risk, and audit teams to drive the objectives of the Global Operations Risk & Controls program and align teams on risk remediation priorities.

Key accountabilities will include but not limited to:
Controls Assurance
- Design, implement, and maintain a robust controls assurance framework across all business lines and functions.
- Oversee the identification, assessment, and testing of key controls to ensure effectiveness and compliance.
- Lead periodic control assessments and coordinate remediation efforts for identified gaps or deficiencies.
- Develop and maintain control documentation, including policies, procedures, and testing protocols.
- Participate in process design activities with a control lens to ensure business risks are identified and mitigated.
- Lead discussions business controls with Risk, Compliance, Internal Audit and external regulators during assessments and examinations.
- Lead in-country business resiliency activities and reporting under guidance of the global resiliency program.

Third Party Governance
- Lead the third-party governance program covering risk assessment, ongoing monitoring, control validation, and reporting.
- Maintain third party inventory and assessments in coordination with the global framework, aligning on shared assurance activities across global and regional third parties.
- Ensure compliance with regulatory requirements related to third party oversight and due diligence.
- Coordinate with procurement, legal, business units, and risk teams to implement consistent third-party governance standards.

Customer Complaints
- Oversee the local customer complaints program ensuring timely, fair, and compliant resolution of customer disputes.
- Monitor metrics to track complaint trends, root causes, and resolution effectiveness.
- Recommend process improvements to reduce complaint volumes and enhance customer satisfaction.
- Design processes and control for compliance with regulatory reporting and consumer protection regulations.
- Partner with business, operations, and legal teams to address systemic issues identified through complaints analysis.

**What you’ll need to succeed**
- Bachelor’s degree in business, finance, risk management, or related field
- Extensive experience in risk management, controls, or related regulatory function
- Proven leadership experience managing teams and multiple programs
- Demonstrated insurance knowledge, including understanding of end-to-end transaction lifecycles for underwriting, claims, reinsurance, actuarial, and distribution processes
- Experience with risk assessment and control design principles and practical assessment of data to drive business improvement
- Experience interacting with Senior Management to understand and assess business challenges and provide solution recommendations
- Understanding of local regulatory compliance and reporting requirements
- Strong organizational skills, with the ability to prioritize and manage multiple deliverables with competing deadlines
- Excellent analytical and problem-solving skills
- Strong communication skills, with ability to interact with senior leaders across functions and products

Ready to accelerate your career? We would love to hear from you.

At AIG, we value in-person collaboration as a vital part of our culture, which is why we ask our team members to be primarily in the office. This approach helps us work together effectively and create a supportive, connected environment for our team and clients alike.

**Enjoy benefits that take care of what matters**

At AIG, our people are our greatest asset. We know how important it is to protect and invest in what’s most import